CallCenterNinja
We have exciting opportunities available for new Team Leaders to join our prestigious banking client. If you thrive in a fast-paced environment, are a driven and competitive individual with a desire to develop and progress those around you then we would love to hear from you!
Team Leader vacancy
Start Date: 29th June
Location: On site role - Glasgow city centre
Hours: Full-time 40 hours per week, full flexibility required between 7am – 9pm Monday to Saturday & 10am to 5pm on Sunday
Contract: Permanent
The Role
As a Team Leader you will be responsible for the delivery and improvement of the customer experience through management and coaching of a team to provide excellent service which exceeds customer expectations.
You will do this by ensuring a positive, productive, engaging team culture delivering a simply brilliant experience through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.
Through your leadership experience, you will have the ability to create a customer centric culture, ensuring that all team activities are focused on the effective delivery of a simply brilliant experience in every interaction driving a high level of customer satisfaction:
Maintain effective control of all aspects of people processes including absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management, and all other employment related issues ensuring they are managed in line with policy frameworks
Contribute ideas and suggestions to improve business processes
Coach and encourage people to reach beyond their potential and to own and achieve their performance, quality, and customer outcomes consistently.
Create a highly engaging, inclusive, and fun work experience for your team.
Skills, knowledge and experience:
Proven people management skills with the ability to lead and motivate a team and act as a role model
Hands on, proactive and engaged with a background in leading others, working to targets and driving performance at both group and individual levels
Experience of working within a contact centre environment
Demonstrable experience of managing multiple workflows within a systems thinking environment
Understanding the direct and indirect impact of poor performance, attrition, and absence within the team and therefore able to strive for excellence in these regards yourself
Performance and quality management experience
Used to working in a high volume, fast paced, ever changing environment
Proven ability to multi-task a number of sometimes conflicting priorities
Passion for working as part of a team
Consistently strive to exceed customer expectations
Excellent communication and interpersonal skills
The ability to plan and prioritise your workload
Computer literate and have a working knowledge of Microsoft Office applications
Natural leader who acts decisively and who shows resilience
Adaptive and able to manage change, whilst being capable of managing any resistance to change in an articulate, positive and engaging manner
Strong work ethic
Strong motivational leadership confidence
Background Check Requirements:
Criminal Record Check
Credit Check
5 years address history
3 years referencing history
What you get from us